家庭暴力暨性侵害防治中心社會工作者專業熱情疲憊現象初探

A Study of The compassion fatigue of social workers at a Domestic Violence Prevention center.

廖鮫諳(Chiao-An Liao)

指導教授 ： 謝儒賢

朝陽科技大學/人文暨社會學院/社會工作系/碩士(2014年)

摘要

經由課堂中一位教授的實務反思，觸動了研究者尋找議題答案的旅程。在國內有關專業助人者在助人歷程中所產生的情緒反應議題，主要涵蓋了反移情、專業耗竭及替代性創傷，而較少探究「專業熱情疲憊」的現象。然而，此議題近年來卻經常見諸於國外的相關專業研究期刋，而且美國社會工作專業人員協會通訊（NASW NEWS）於2007年的報導特別指出「專業熱情疲憊」的相關資訊，希望藉此提高實務工作者對專業熱情疲憊的認識與警覺，進而減輕其所帶來的影響。因此，基於研究者於課堂中的啟發與文獻的對話，本研究旨欲了解我國家庭暴力防治中心社會工作者產生專業熱情疲憊的歷程及其影響。
本研究係採質性研究途徑，並以深度訪談法與參與觀察法，相繼訪問了14名家防中心社工師（員），且於同一研究場域進行長達六個月的觀察，藉此了解公部門防社工專業熱情疲憊形成的狀態與因應歷程。基此，本研究的主要研究發現如下：
1.同理心是助人專業歷程的「雙面刃」：同理投入既是助人工作得以延續的關鍵根
本媒介，卻也是觸發專業熱情疲憊產生的強力催化劑。
2.脆弱的結構環境使家防工作潛藏三高（高創傷、高壓力、高工作量）特質，成為
專業熱情疲憊的主要因素。
3.家防社工專業熱情疲憊的外顯展現為「身心疲累、焦慮、憤怒、無力」等現象，
且此現象將連帶影響個人在工作場域中表現出「非人格化、情緒耗竭、缺乏個人
成就感」等行為特質；若此專業熱情疲憊的工作表現未獲適切處置，將導致家防
社工反覆深陷在專業耗竭光譜的泥沼中，無法自拔。
4.在專業熱情疲憊的因應策略中，可分為向內探尋和向外支持兩種方式。然而，外
部支持環境的功能不彰，迫使得家防社工偏向採用個人調適居多。

最後，根據前述的研究結果，本研究針對組織層面、家防社工本身，以及社會工作教育等三大面向提出相關建議。

關鍵字

社會工作者 ； 家庭暴力防治中心 ； 專業耗竭 ； 替代性創傷 ； 專業熱情疲憊

並列摘要

The reminiscences of a professor in the classroom sent the author on a journey to look for answers to several issues. In Taiwan, issues on emotional reactions among professional helpers in the course of rendering assistance to others mainly cover counter-transference, burnout, and vicarious traumatization, but researchers rarely study compassion fatigue. However, this issue is often seen in professional international journals. Moreover, a report from 2007 in NASW NEWS of the United States highlights information on compassion fatigue in hope that the report could raise the understanding and awareness of compassion fatigue among practitioners and then reduce its impact. Therefore, based on revelations in the classroom acquired by the researcher and dialogues with research literature, this research aims to understand the progression and impact of compassion fatigue among social workers at the Centers for the Prevention of Domestic Violence in Taiwan.

This research adopts a qualitative research approach and interviews fourteen senior social workers and social workers at Centers for the Prevention of Domestic Violence with in-depth interview and participation observation. The researcher conducted observations for half a year at the same research location to understand the condition under which compassion fatigue takes shape among social workers in the public sector and responses from those social workers. Based on these interviews, the major findings of this study are as follows:

1. Compassion is a “double edged sword” in the professional progression of rendering aid to others: the input of compassion is both a fundamental medium in sustaining the work of rendering aid to others and a powerful catalyst in triggering the outburst of professional fatigue.

2. A fragile structural environment makes the work of domestic violence prevention a job with high trauma, high pressure, and high work load. These three factors are the main reasons why compassion fatigue occurs.

3. The overt exhibition of compassion fatigue among domestic violence prevention social workers shows symptoms of physical and mental exhaustion, anxiety, anger, and powerlessness. These symptoms affect these individuals and make them exhibit behavior traits such as “impersonal behavior, emotional exhaustion, and lack of personal achievement” in the workplace. If such work performance under compassion fatigue is left untreated, social workers of domestic violence prevention will be trapped in the quagmire of the spectrum that is the exhaustion of professionalism with no way out.

4. Among the strategies to cope with compassion fatigue, internal searching and external support are the two main approaches. However, the external support environment is not functioning well. As a result, social workers for the prevention of domestic violence have to adjust their mindset by themselves.

Finally, based on the result of aforementioned research, this research offers suggestions on the three major dimensions: at the organizational level, for the social workers of domestic violence prevention, and on the education of social work.

並列關鍵字

Social Worker ； Family Violence Prevention Center ； burnout ； vicarious traumatization ； compassion fatigue

參考文獻

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